Customer Support Executive – SaaS
FIREGROUP AT A GLANCE
Founded in 2016 in Vietnam, FireGroup Technology is committed to building world-class SaaS products that make a global impact on e-commerce. From the outset, we envisioned a world where running an online business is easy, effective, and sustainable, and we have been bringing that vision to life for nearly a decade.
Our portfolio includes TrueProfit, Transcy, OneMobile, OneLoyalty, Zopi, Promer, Ali Reviews. Trusted by more than 450,000 merchants in over 175 countries and recognized by global leaders such as Shopify, Google, Meta, TikTok, and Amazon, FireGroup is proud to elevate Vietnamese innovation onto the world stage.
Why build your career with FireGroup
- Make a Global Impact: Contribute to products trusted by merchants worldwide and help solve real challenges that transform e-commerce.
- Build with an AI-first Mindset: Use AI as your daily co-pilot to make smarter decisions and accelerate problem-solving at scale.
- Unleash Your Potential: Fast-track your growth with career mobility, diverse learning resources, and an agile environment that empowers bold thinkers.
In a culture that connects us as a whole
What truly defines us is not only our technology but also our people, guided by our seven core values of Courage, Creativity, Growth, Teamwork, Ownership, Trust, and Empathy. At FireGroup, work is more than a job; it is a legacy in the making. We move with speed to solve meaningful challenges, and every Firer is encouraged to dream boldly, lead with courage, and create impact that endures.
Discover how our values come to life in every team and product we build on our culture page.
Job Summary
We're looking for a Customer Support Executive who is passionate about helping customers succeed.
In this role, you'll support Shopify merchants worldwide, troubleshoot product issues, collaborate with Product and Engineering teams, and continuously improve our Help Center and AI support experience.
Beyond solving customer problems, you'll play an important role in turning customer feedback into better products and smarter support.
What You’ll Do
- Customer Support:
- Respond to customer inquiries via live chat and email.
- Troubleshoot product issues and provide timely, accurate solutions.
- Escalate technical issues to Product or Engineering teams when needed.
- Follow up with customers until their issues are fully resolved.
- Customer Experience:
- Deliver an excellent customer experience with empathy and professionalism.
- Collect customer feedback and identify recurring pain points.
- Share customer insights with Product teams to improve the product experience.
- Knowledge Management:
- Create and update Help Center articles.
- Improve internal support documentation.
- Maintain AI knowledge base and customer support content.
- Help optimize AI chatbot responses for better answer quality
- AI & Process Improvement:
- Work with AI-powered support tools to improve support efficiency.
- Review AI-generated responses and suggest improvements.
- Identify repetitive workflows that can be automated.
- Contribute ideas to improve customer support operations.
- Cross-functional Collaboration:
- Work closely with Product, Engineering, Marketing, and Customer Success teams.
- Assist with feature launches by preparing customer-facing documentation.
- Support beta testing and collect customer feedback for new features
What Sets You Apart
- Bachelor's degree or equivalent experience.
- 1–3 years of experience in Customer Support, Customer Success, or Technical Support.Strong written English communication skills.
- Excellent problem-solving and troubleshooting abilities.
- Customer-first mindset with strong empathy.
- Comfortable learning new SaaS products and technologies.
- Experience with Shopify or eCommerce is a plus.
- Experience using AI tools such as ChatGPT, Claude, Gemini, or similar is highly preferred.
Nice to Have:
- Experience supporting Shopify apps.
- Experience writing Help Center articles or product documentation.
- Familiarity with AI-powered customer support workflows.
- Knowledge of dropshipping or eCommerce operations.
As a Good Fit, We Are More Than Happy To Offer You
Rewarding Compensation & Benefits
- Competitive salary package with 13th-month pay and seniority bonus
- Annual salary review recognizing outstanding contributions
- Work-from-home policy for expecting mothers
- 16 days of annual leave, plus 1 extra day for every 3 years of service
- Premium healthcare package and yearly health check-up
- Special occasion support including marriage, maternity, and birthday gifts
- Modern work devices tailored to your role such as MacBook, iMac, Mac Mini, or Windows laptop and monitor
Regenerative & Engaging Environment
- A vibrant workplace with team-building events, annual trip, and various sport clubs
- Festive gifts for holidays such as Mid-Autumn and Lunar New Year
- Daily complimentary coffee, tea, fresh juice, and a variety of snacks
Contacts
Should you need more information about this job, reach out to us at: